Who are we?

We have a friendly and hard working culture and we always go that extra mile in our relationships, ensuring we meet our clients expectations and objectives.

We are happy to offer advice and guidance so please contact us to arrange for a free, no obligation consultation to discuss your requirements.

Our Philosophy

We believe in building long-term client relationships. Our approach is always open and honest and our pricing is totally transparent and easy to understand.

Today's Customer Voice

I am your customer. Yes, a real person, a human being. I have my needs and wants , to get through the day and to achieve what I must. However I also have my hopes, dreams and ambitions. For too long you have treated me as a name or number. You group me into what you call a segment, or sometimes just a mass market. I am not prepared to tolerate that any more. I am me. Don't treat me like somebody else. Sometimes I might be very similar to others; but I can also be very different and discerning. In the old world, I realize I did not have much choice. I needed you more than you needed me.

But things have changed. Now I have the power. Now I'm in control. You need me more that I need you. It's time you started doing business on my terms. Why don't we get together and find a way to really solve my problem? I would be happy to pay more if you can really help me find the right solution. Start thinking about my world. I know you get rewarded for satisfying me but frankly I expect much more than that. I demand 100% satisfaction delight too.

1 - Don't sell me travel tickets , help me explore the world.
2 - Don't sell me running shoes, help me to run a personal best.
3 - Don't sell me potted plants , help me to create a magical garden.

This is today's customer. It is ChilledWeb philosophy to question, are we doing business the way our customers want?

Clients

We have many successful client relationships and are happy to share our history and positive feedback with you.

What happens if something goes wrong?

A company isn't only judged when everything goes according to plan. In reality the measure of a company can be found  Customer service is a personal experience and we constantly ask ourselves "how can we possibly judge how to treat a customer the right way?" ...

Recognize - Recognize the situation has occurred , listen to the problem, understand the impact from the customer's perspective and empathize how they are feeling.

Apologize - to them for what happened and the inconvenience and stress that it might have caused.

FIX - the problem quickly and efficiently. Firstly this means finding out what an appropriate solution might be. It might be be as simple as an apology, or might require more. Break the rules if you need to ... go the extra mile.

Improve - our product or services, using the specific anecdote but also collating all of the different complaints to drive service improvement and find the insights that will really create a better product.

Customer immersion - Spending significant time with customer. Talking about their broader needs and ambitions, or even spending time with them to understand how they live and work, what they really think. Spend time to learn about a new context, or address a very specific issue more deeply.

Customer Feedback - We encourage all our customers to tell us what they think of their experiences, good or bad, how we could do better, unprompted and in their own words. Whilst many organization will use this only as a a way to get customer satisfaction scores, ChilledWeb see it an opportunity for the customer to express themselves and can therefore solicit more interesting, diverse comments.